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26 Posts authored by: Karl-Anders Falk Employee
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In the old days when Remedy OnDemand was just Remedy OnPremise hosted in a datacenter, we had to give our customers access to the operating system so they could change configurations and view logfiles.


Since Remedy was re-developed for the cloud, customers nolonger need access to the servers, as new capabilities allow configuration and log access via the Web nowadays.


After our security policies were changed and direct server access was  revoked, I have received many questions to still provide operating system access from my customers. As these requests mostly seems to be related to lack of knowledge of the new tools, I authored a Knowledge Article and published it through where I point to some videos and documentation on how to configure the system and view logfiles.


You will find the knowledge article if you search for "logging" in the Service Catalog search box:

i.onbmc logging.PNG



Can I please ask that you provide feedback by replying to this blog as to if these new tools satisfy all your use-cases or if there are still situations where you see roadblocks, so we can help provide guidance also for those roadblock use-cases.


Best Regards



Karl-Anders Falk

OnDemand Business Relationship Manager

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Many of my customers have started to ask how they can improve the service catalog they built in SRM or MyIT. After a few years, the catalog has grown from maybe a handful of items, to over a 100 and the users start to have issues finding the catalog items they need. This results in inefficiencies for both the end-user and the fulfilment team, where the fulfilment team might have to ask the end-user to raise a new request using the correct catalog item.


As many of my customers move into Digitalization this becomes an even bigger issue with HR, Finance, Purchasing and other non-IT departments extending the Digital Workplace catalog with their items.


I find that this e-book gives some good guiding principles and practical hints on how to make sure the end-user is put in focus, one example: by defining a number of personas, and then building catalog views tailored for each persona, each end-user will only see the catalog items they are in need of. This, as opposed to building a very big catalog of all items where end-users have to browse or search for a "needle in a haystack".


I recommend that you download this book, and once you have read it, please put some comments in here. Let us all know what your thoughts are in this area and share your approach to making your catalog more effective.


Let’s crowdsource a solution that all can benefit from - you will know what I mean when you have read the book ;-)


The Key To Going Digital.PNG


Download the e-book from here:  Why a People-Centric Approach is Key to Going Digital - BMC Software


Read more about how to build a Digital Workplace here:  Building a Digital Workplace - BMC Software


Best Regards



Karl-Anders Falk

OnDemand Business Relationship Manager (BRM)

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Smart Reporting is the new and modern tool set supplied free to new Remedy OnDemand and Remedy 9 OnPremise customers for reporting on data in their Remedy ISTM database. Customer that upgrade to Remedy 9 are also provided with Smart Reporting free of charge. Smart Reporting has a lot of new and modern functionality that has been requested by our customers for a long time. It comes with a lot of pre-defined reports that can be used right away as is.


Many customers have however developed their own specialized reports in the older Analytics Reporting Solution based on the SAP Business Objects tool set. In this blog I will give one example of how to migrate one of the Incident reports supplied with the old Analytics toolset into a Smart Reporting report.


If this is well received I intend to add a couple more blogs covering other types of reports, please provide comments at the end of this blog to let me know of you what you appreciated in this blog and if you want  to see more like this.


It is assumed the reader has a basic understanding of Analytics/Business Objects and SmartReporting, as well as understanding of how data is stored in the ITSM database.


BMC Analytics for BSM ships with a set of ITSM reports: For this example we will use I01 - Number of Incidents by Status

Within the old Analytics toolset BMC supplied a number of reports such as the I01- Number of Incidents by Status

Ana Incident reports.PNG



The I01 Report has a details tab listing incidents in sections by status:

ana I01 Detail tab.PNG


It also has a summary tab with a bar-chart, how to migrate the graph report will be shared in a separate part2 in a series of blogs.

ana I01 Graph.PNG



1) Lets Analyze the data need for the I01 details tab


1.1 Columns

The columns displayed on the details tab of I01 are:

  • Incident ID
  • Incident Summary
  • Impact
  • Assigned Group
  • Incident Reported Date Time


1.2 Sections

Grouped in Sections by Statusana I01 Columns.PNG

1.3 Drill-Down

There is also a drill-down capability by Assigned Group, so you can drill-down to see which individual is assigned to the Incident.

1.3 Analytics Query Panel

In case you need to know more details about what data is retrieved to to produce the report, you can open up the query panel, which will also show you what filtering is appliedana I01 query Panel.PNG

1.5 Filters

The filters applied are based on:

  • Incident Reported Date Time
  • Customer Company Name


1.6 Analytics SQL-script

You can even go as far as to review the SQL-script that Analytics uses to query the Remedy Database:

This might be needed to understand if there are joins between tables included in the queries and from which forms the data is retrieved.


ana I01 query script viewer.PNG


2) Lets review if the data required is available within an existing view in Smart Reporting


2.1 Login to Smart Reporting and make sure you have at least  the Writer Role to give you the permission to create reports

If there is no Create Menu displayed you do not have the Report Writer role and need to ask your Smart Reporting access rights administrator to grant you the right permissions.



2.2 Select Create Report and look for a suitable view

In this case we are going to report on incidents so the most obvious view to start reviewing is the one called Incident Management that is shipped OOTB with Smart Reporting. You can also see that there is a Incident Management(Copy) view, which means someone has copied the OOTB view and saved a copy of it, likely to add fields or joins to it.

sr create report.PNG


2.3 Review the details of the Incident View to understand if it contains the data you need for your report

The view details link will list all the field included in the view, allowing you to understand if the data you need is available within the view you selected. If you miss some data, you either need to look for another existing view or create a new view that contains the required data (how to create a new view is out of scope of this blog).

SR View info.PNG


3) Create the details TAB and add Columns in Smart Reporting


3.1 Lets create the I01 Details tab in Smart Reporting based on the OOTB Incident Management View

Click on the "greenish" link Incident Management to create the new report retrieving data through the Incident Management View.

It will bring up the Smart Reporting Drag and Drop Builder tool with all the Incident Management View fields grouped by category on the left. The category indicates from which form in Remedy the data is retrieved. If you need help to understand exactly from where the data is retrieved this Filed Mapping guide is a good starting point: Remedy to Smart Reporting field mapping guide


sr drag and drop builder.PNG


3.2 Find the required fields and drag them over to the report pane, or drop them in the columns field

SR Drag and Drop fields.PNG



4) Add Sections Based on the Incident Status filed


4.1  Once all columns are dragged onto the report, you can see how it looks and get a preview of the data returned

We now need to add sections and therefore drag the status field into the Sections

sr Drag Status to Section.PNG



5) Add filters to the report


5.1  We can now see the Status section has  been added in the report preview and we can drag the Reported date and Company fields into the Filters area


sr drag filter.PNG


6) Review the report design


6.1 The basic design of the Detailed TAB of the I01 Report is now completed. Please review that Columns, Sections, Filters and Drill-down is correctly set after which Output can be selected to see the final results.

sr I01 data completed.PNG



7) Preview final output


7.1 After the Reported Date and Company filters have been filled in we can see how the final report will look.

sr detailed tab Output.PNG


8) Test the drilldown capability


8.1 If we click on one of the blue links in the Assigned Group Column, we will drill-down to see who is assigned to which incident


sr I01 output drill-down.PNG


9) Save the report


9.1 After comparing the data in our new report with the data retrieved through the I01 Analytics report we are now ready to save the report


sr output save I01 .PNG


The Migration of the Detailed tab of the I01 report from old Analytics to new Smart Reporting is now complete and we can start with the Summary Tab.


That will however be described in a separate Part 2 in this series of blogs describing how to migrate reports from Analytics to Smart Reporting.



Smart Reporting ships with a report called: Incident Analysis by Support Hierarchy

A report that can serve the same purpose as I01 is available within Smart Reporting OOTB (Out Of The Box) within the Incident Dashboard called "Incident Analysis by Support Hierarchy"

SR Incident Dashboard.PNG


So before migrating an old report from Analytics, go and review what is already available within Smart Reporting to see if it serves the same purpose you have a report for in Analytics, before you spend the time to migrate the report over.

The Smart Reporting Reports are in general more extensive and have more interactivity in them based on all the cool features built into Smart Reporting. You also have the social capabilities to share and collaborate with others on the reports available . Check out the online documentation here: Using BMC Remedy Smart Reporting - BMC Remedy IT Service Management Suite 9.1 - BMC Documentation

and the +80 video tutorials on You Tube here: BMC Remedy Smart Reporting - YouTube



Action for YOU: Test this out in your own Smart Reporting environment and let me know how it works and if this blog is helpful.

Also let me know  if you want to see more blogs describing how to migrate other types of reports.

Please use the comment field to provide your feedback.



Also: As you start migrating your own reports, please create a blog and share your experiences and tips & tricks, so others can benefit from what you have learned and achieved.



The specified item was not found. Remedy ITSM BSM Dashboards and Analytics Tricks and recomendations to migrate reports to Smart Reporting Analytics OnDemand V 8.1 - Using Smart Reportingwith with custom report (BI/BO)

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I am getting quite many questions on what is new in MyIT 3.3 as well as what features are available in which MyIT Bundle.

This image gives a quick overview, and if you want more details this is an excellent Blog post to review:


What's new in MyIT & Service Broker 3.3 ?



Best Regards



Karl-Anders Falk

BMC OnDemand Business Relationship Manager

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Dear all,

we believe that our customers have the best ideas on what new functionality to add in coming releases. We therefore encourage everyone to submit and vote on ideas in our communities.


Take a look at this Video for hints on how to best utilize the idea process we have in place at BMC.



How to Create and Search BMC Product IDEAs on BMC Communities - YouTube





Best Regards



OnDemand Business Relationship Manager

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Service Management in the cloud positions Telekom Austria Operators for the Digital Age


In this blog post Telekom Austria share their experiences from upgrading to Remedy 9, MyIT, SmartIT and SmartReporting, and their steps towards the digital age.


Following the Remedy OnDemand Upgrade process, the upgrade went smooth. The actual upgrade was done by the BMC Remedy OnDemand team while testing and where needed adjustment of customization's and integrations were done by Bright consulting and Telekom Austria, all in collaboration.


We encourage other customers to share their experiences of Remedy OnDemand through blog posts, videos, case studies.


Talk to your BRM (Business Relationship Manager) and we will engage in helping out with the publishing.




For Other BMC Customer case studies see: Customer Stories - BMC

For Other BMC Industry Blogs see: BMC Blogs - BMC Software



Best Regards



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Now you can develop modern Custom Smart Apps using BMC Innovation suite and run them in the same datacenter as you run Remedy OnDemand, next to SmartIT, MyIT and SmarReporting. Read more here: Run your Innovation Suite applications in the BMC Cloud

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Remedy ITSM SaaS Operations is happy to announce Status 2.0, our next-generation dashboard available only from the portal on your desktop or mobile device. This dashboard features a fully redesigned, modern interface to provide you with a detailed view into real-time usage metrics for your production Remedy OnDemand system. Review transaction volumes, active and historical license consumption, login response times, support metrics and more, all from a single view.



To get a brief summary of each metric, hover over a section of the page, or search for Interpreting your Service Status Dashboard from the main search window to review a comprehensive overview.

If you are not yet registered for the portal and would like to get access to the new dashboard, follow our registration process.  Note that the dashboard is being retired at the end of this week.

For questions, please contact your Business Relationship Manager or submit a comment via the Feedback option within the portal. We hope you find the new dashboard convenient and useful!


nandu signature.png


    Nandu Mahadevan

    Vice President

    BMC SaaS Operations

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A new Self-Service process is now available to all Remedy OnDemand Analytics customers, that allow migration of objects such as reports, universes and users between environments (DEV, QA, PROD etc).


There is nolonger a need to raise a request with BMC SaaS Operations to migrate these objects. Anyone with Analytics administrator privileges can migrate objects in minutes, rather than having to wait for a BMC SaaS operations service request to be fulfilled.


The new process is described in the pdf-document attached to this article.

In addition one of our Analytics experts within the BMC SaaS Operations team, Hemant Borkar, is while doing a demo, sharing his experiences and some best practices from fulfilling hundreds of requests to migrate analytics objects.


Best Regards

Karl-Anders Falk

BMC SaaS Sr. Service Delivery Manager


P.S. There is one pre-requisite requirement: The analytics environment has to be upgraded so it uses SAP BO v4.0 or higher



DS. Many thanks to Petar Doychinov for approving us to use their DEV and QA Analytics environments for this demo

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This week you might have seen that the Login Response time on Line-chart has improved several seconds?

   old responsetime.PNG  New Responsetime.PNG


You might also have noticed that the Login Response time Dial, warning(yellow) and critical(red) alert thresholds have changed?

old responsetime dial.PNGnew Response dial.PNG


This change was part of the BMC SaaS CSI (Continual Service Improvements) program, and was done to present KPI's more logical and better aligned with customers expectations.


Response time presented here is measured using the BMC tool called BMC TMART. TMART is configured to simulate a user logging in and out of your Remedy OnDemand instance, measuring how long it takes. Before 5-June 2015 the numbers presented as the Login Response time, also included the logout step of the simulated transaction. As of 5-Jun-2015, the Login Response time presented does only reflect Login steps and  no longer include the Homepage, Application Menu and Logout step, and is therefore a lower number than before.


The Login Response dial was also modified to better reflect our monitoring. Earlier the the red area started at 8 seconds, while the new dial starts at 10 seconds. 10 seconds reflects the monitoring threshold used in the datacenter. This means that you know that BMC is aware and the NOC (Network Operations Center) has been alerted that the response-time is higher than 10 seconds - and an investigation is started to restore the service to normal.


We hope this will better serve our customers and welcome your feedback on the dashboard here


On Behalf of the SaaS Operations team



A "just for fun" challenge to anyone reading this post: The transaction is called HLAL, reply to/comment on this blog with suggestions on what HLAL means!

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